Platform Onboarding Support Specialist

The INSXCloud Platform Onboarding Specialist plays a crucial role in ensuring new users (whether customers, clients, or employees) are smoothly introduced to a digital platform, tool, or service. This role often sits at the intersection of customer success, technical support, and training.  This is a Hybrid role with time in the Akron Ohio office as well as remote.  

• User Onboarding & Training
  • Guide new users through the onboarding process.
  • Provide live training sessions, webinars, or recorded demos.
  • Tailor onboarding based on user needs or business type. Educate users on key features, best practices, and workflows.
• Account Setup & Configuration
  • Assist users with setting up their accounts and profiles.
  • Help configure integrations, APIs, or custom settings as needed.
  • Ensure user environments are correctly set up before go-live.
• Customer Support & Troubleshooting (Early Stage)
  • Answer user queries during the onboarding phase.
  • Troubleshoot technical issues and escalate to appropriate teams.
  • Track and resolve onboarding roadblocks.
• Documentation & Resources
  • Provide onboarding materials like guides, checklists, FAQs, and walkthroughs.
  • Collaborate with marketing or product teams to update training content.
• Client Engagement & Success Monitoring
  • Monitor engagement metrics (logins, feature usage, etc.) during onboarding.
  • Follow up with users to ensure they're progressing through onboarding milestones.
  • Proactively engage at-risk users to ensure successful adoption.
• Feedback & Product Insights
  • Collect and relay user feedback to product or development teams.
  • Identify common pain points to improve the onboarding flow or platform UI/UX.
• Collaboration with Cross-Functional Teams
  • Work closely with sales, product, customer success, and engineering teams.
  • Ensure a smooth hand-off from sales to onboarding and from onboarding to customer success.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Customer-Facing & Communication
  • Excellent verbal and written communication skills
  • Ability to explain complex technical concepts in simple terms
  • Strong customer service orientation and professionalism
  • Comfort leading training sessions, webinars, or demos
• Project & Process Management
  • Strong organizational skills to manage multiple onboardings at once
  • Ability to create and manage onboarding plans, timelines, and milestones
  • Proactive problem-solving and attention to detail
• Technical Proficiency
  • Comfortable using and explaining digital platforms or software tools
  • Proficient with computers
  • Strong understanding of:
    • SaaS platforms
    • APIs and integrations (basic understanding)
    • CRMs (e.g., Salesforce, HubSpot)
    • Ticketing or support tools (e.g., Zoho, Zendesk, Intercom)
    • Project tools (e.g., Asana, Trello, Notion)
• Analytical Thinking
  • Ability to track usage data and onboarding KPIs
  • Identify trends and provide recommendations to improve processes

       •     None

• High school diploma or GED
• 1-3+ years of experience in one or more of the following roles:
  • Onboarding or implementation specialist
  • Customer success or client services
  • Technical support
  • Account management (with a technical product)
  • Experience in a SaaS, tech, healthcare, or platform-based environment is highly preferred.

PAY TRANSPARENCY

The base pay for this role in the Akron Ohio office is: $25.00- $26.50 per hour. You are also eligible for employee benefits medical, dental, vision, life, and participation in the company 401(k) plan. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Small Motor Skills: Picking, pinching, typing or otherwise working primarily with fingers rather than with whole hand or arm, as in handling.

Speaking: Expressing or exchanging ideas by means of spoken word. Those activities in which require detailed or important spoken instructions must be conveyed to other workers accurately and quickly. 

Hearing: Ability to receive detailed information through oral communication with or without correction. 

Repetitive Motion: Substantial movement (motions) of the wrist, hands and fingers. 

This Hybrid Remote / In-office role provides the opportunity to gain knowledge while collaborating with co-workers while also considering a life work balance.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Normal office environment with controlled temperature.

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among co-workers.